A Practical Guide to Call Center Technology

Descriptions for varying scenarios and vendor options follow. The vendor should provide estimates for each of the following combinations of these variations. Sections 5.1 - 5.9 should be responded to for each Option.
| Option 1: | Scenario 1 with Vendor Option 1 |
| Option 2: | Scenario 1 with Vendor Option 2 |
| Option 3: | Scenario 2 with Vendor Option 1 |
| Option 4: | Scenario 2 with Vendor Option 2 |
| Option 5: | Vendor Option 3 |
In all estimates, include recommended development environment and testing laboratory hardware and software in your responses. Appendix E, the sample detailed transaction, is intended to provide the vendor with a sense of the level of complexity and functionality which will be expected in each transaction.
Scenario 1
Scenario 1 includes all functionality included in the following sections only:
| Section 2.1.1 | Event and activity tracking |
| Section 2.1.4 | Letter Generation |
| Section 2.1.5 | Screen navigation and Context Sensitive events |
| Section 2.1.6 | On-line User Help or reference information |
| Section 2.1.7 | Scripting (Dialogue) |
| Section 2.1.8 | Screen design capabilities |
| Section 2.1.10 | ATM and branch location capabilities (does not include on-line graphical map capability) |
| Section 2.1.16 | Miscellaneous |
| Section 2.1.17 | Reporting |
All Overall Requirements described in section 2.3 except Store and Forward
In addition, the estimate should include the above functionality only for the following Top Events as described in Appendix C:
Verify account activity
Overdraft research
Changes to service charges/ product type
Copies of checks/statements
Stop payments
Balances
Error resolution
Provide Branch/ATM information
For further clarification, see pages 1-6 of Appendix B, Key Concepts.
Scenario...